Netflix’s Social Media Strategy – or lack of?

Yesterday, as Netflix brokedown for several of us online viewers, Twitter (with several 100’s of tweets in an instant) became a common platform to vent out the frustration.

As I revisit the ObjectiveMarketer blog again, the first entry in the comeback series has to be this story about Netflix, told via public tweets- in the spirit of Twitter itself! Enjoy; there is a great amount of learnings for the brand out there! 🙂

On @Netflixhelps Customer Support Twitter Account – 20 hours before this post. There has been no update since then.

@Netflixhelps: We are aware that some members are experiencing Netflix Site Errors when attempting to load the Netflix websit… (cont)…

Summary:

1. There are several involved users of Netflix Brand

2. Netflix Corporate account on Twitter is dead. It shows no committment to 76,000 + followers. There is no response on the corporate twitter account related to the downtime.

3. Netflixhelps, which has a decent 11,000 followers need a little more than a stale status reminder of the issue. No clarification, no current updates.

There is a clear opportunity for a brand like Netflix to convert passionate users to loyalists, and brand ambassadors. However, as we see from this simple case, as happened yesterday, it is evident that Netflix has no clear social media strategy. They missed the boat this time. They better fix the issues on their software, because Failing S/W + Unresponsive Customer Service = #Fail.